IT Service and Operations - Pune

Role & responsibilities

• Manage end-to-end IT service delivery across regional operations, ensuring service availability, operational stability, and adherence to SLAs.
• Oversee IT infrastructure and application support, ensuring timely resolution of incidents and service requests.
• Lead Incident, Problem, Change, and Escalation Management processes in accordance with ITIL best practices.
• Act as the primary escalation point for critical incidents, coordinate major incident war rooms, and ensure timely communication with business stakeholders.
• Monitor service performance through KPIs, dashboards, SLA reports, and periodic service reviews.
• Manage IT service providers and vendors, ensuring SLA compliance, performance monitoring, contract management, and timely renewals.
• Ensure adherence to corporate IT policies, information security standards, governance frameworks, and internal/statutory audit requirements.
• Manage IT budgets, resource planning, infrastructure capacity, and IT asset lifecycle in collaboration with relevant teams.
• Support business continuity and disaster recovery planning to minimize business disruption.

Preferred candidate profile

• 11+ years of experience in IT Service Delivery, IT Service Management, IT Operations, or Regional IT Operations.
• Good understanding of ITIL processes, including Incident, Problem, Change, Request, and Escalation Management.
• Proven experience in SLA/KPI monitoring, service reporting, performance dashboards, and continuous service improvement.